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Hi, Interesting post. I think one problem with your argument is that productivity is never an abstract concept. You start well, with the question how do you define productivity; you hint to the customer as a source to infer value, but then for some reason you fail to find metrics and arrive to the wrong conclusion that there is nothing to measure. In reality, there is a strong measuring rod: what your customers value. If you define value from the point of view of the customer (what they are willing to pay for), it's easy to discover which processes are more productive (produce more value for your customers).
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Nov 20, 2012